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Feedback & Complaints

At People First Nursing, we welcome feedback, suggestions, compliments and complaints.

Your voice matters

We are ready to support you!

At People First Nursing, we welcome feedback, suggestions, compliments and complaints.

We believe every person has the right to feel safe, respected and heard when receiving our services. Your feedback helps us understand what we are doing well and where we can improve.

You will not be treated unfairly or experience negative consequences because you raise a concern or make a complaint.

You can make a complaint about any aspect of our services, supports, workers or the way you have been treated.
You can contact People First Nursing in whichever way is most comfortable for you.
You can:
If you need help communicating your complaint, we will work with you to make the process accessible.
You do not need to know the exact words to use or have all the information before making a complaint.

You can also contact the NDIS Quality and Safeguards Commission

You can also contact the NDIS Quality and Safeguards Commission directly. You do not have to complain to us first if you don't feel comfortable doing so.

NDIS Commission: Make a complaint to the NDIS Commission

Phone: 1800 035 544

You can also have a family member, friend or advocate assist you with making a complaint.

We will listen to your concerns and take your complaint seriously.

1. We listen

We will give you an opportunity to explain what has happened and what you would like to happen.

2. We acknowledge your complaint

We will acknowledge your complaint and explain what will happen next.

3. We assess and investigate

We will assess the complaint and, where appropriate, investigate what happened. We will consider your views and any relevant information.

4. We keep you informed

We will provide appropriate updates about the progress of your complaint.

5. We work towards a resolution

Where possible, we will work with you to resolve the issue and identify appropriate actions.

6. We explain the outcome

We will communicate the outcome of the complaint and any actions taken, where appropriate.

7. We learn and improve

We use complaints and feedback to identify opportunities to improve the quality and safety of our services.

You have the right to raise a concern or make a complaint without fear of punishment, disadvantage or negative treatment.
You can make a complaint directly to People First Nursing, or you can choose to make a complaint to the NDIS Quality and Safeguards Commission.

You do not have to complain to us first if you do not feel comfortable doing so.

The NDIS Quality and Safeguards Commission (NDIS Commission) is an independent Australian Government regulator.

The NDIS Commission accepts complaints about the quality and safety of NDIS supports and services.

You can contact the NDIS Commission if:

  • you do not feel comfortable making a complaint directly to us
  • you are not satisfied with how we have responded to your complaint
  • you have concerns about the quality or safety of your supports
  • you believe you have been treated unfairly or not treated with respect
  • you are concerned about abuse, neglect or exploitation
  • you believe an NDIS provider or worker has not followed their obligations.
Contact the NDIS Commission

Phone: 1800 035 544
TTY: 133 677

Interpreters can be arranged.

You can also make a complaint online:

NDIS Commission — Report an issue or make a complaint

You can ask a family member, friend, advocate or support person to assist you with making a complaint.

You do not have to make a complaint on your own.
You can ask someone you trust to support you, such as:

  • a family member
  • a friend
  • an advocate
  • a support person
  • a guardian or other representative.

People First Nursing will support you to understand and exercise your rights.
If you need an interpreter or communication support, please let us know.
You can choose to make a complaint anonymously.

Please understand that if you do not provide your contact details, it may limit our ability to investigate the complaint, ask you further questions or provide information about the outcome.

We will still take anonymous complaints seriously and use the information provided to identify and address potential risks and opportunities for improvement.
People First Nursing will handle complaints respectfully and maintain the privacy and confidentiality of information in accordance with our policies and legal obligations.

Information will only be collected, used or disclosed as necessary to manage and resolve the complaint, meet legal and regulatory obligations, protect people from harm, or otherwise as permitted or required by law.
People First Nursing is committed to:

  • treating complaints seriously and respectfully
  • providing an accessible complaints process
  • supporting people to raise concerns
  • protecting people from retaliation or disadvantage for making a complaint
  • responding to complaints fairly and appropriately
  • keeping people informed about the progress of their complaint
  • taking appropriate action when issues are identified
  • recording and monitoring complaints
  • using complaints and feedback to improve our services
  • regularly reviewing our complaints management processes.

Your feedback helps us improve.
If something isn't right, please tell us. We want to hear from you.

Contact People First Nursing

Feedback & Complaints